Manager E-commerce Customer Service

1 week ago

Moorabbin, Australia PUMA Full time

**E-COMMERCE**

**MANAGER E-COMMERCE CUSTOMER SERVICE**:

- Moorabbin, Australia**YOUR MISSION**:

- Organize team planning that ensures 100% customer service coverage within business hours
- Report & analyze team’s performance. Identify & implement improvement opportunities
- Suggest & lead the implementation of customer service infrastructure improvements
- Build pro-active communication plans based on marketing and sales calendar
- Develop customer service procedures, policies and standards (eg compensation matrix)
- Liaise with relevant parties (Operations, Marketing, Retail, etc) to sesolve matters in a timely manner and offer adequate solution to consumers
- Return & refund management
- Chargeback management and processing
- Define daily priorities and handle escalations
- Support with customer queries when business requires
- Mentor and monitor team members development via performance reviews & regular feedback meetings
- Organize regular team trainings (sales, customer service platform, new customer service channel, new member onboarding, etc)

**YOUR TALENT**:
Two years’ experience in leading a team in a retail and/or customer service role
-BA / BS in Business, Digital or related fields (Master’s / PostGraduate qualification a plus).
-Zendesk or similar platform
-Windows OS suite and supporting software
-Excellent written and verbal skills
-Capacity to thrive under pressure in a fast-paced environment
-Follow through and complete tasks accurately in a timely manner.
-Customer service oriented and ability to work independently

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.
- PUMA supports over 16,100 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

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